Bacolod, PHL
41 days ago
Customer Resolution Expert
**Customer Resolution Expert** Be the Subject Matter Expert on your Communities Resolution Opportunities. Research Community Performance, listen to targeted calls, provide feedback and recommendations, create resources and provide real-time and the game solutions. Also engage in complex customer situations and provide support for deceased customers. The GCX Performance Coach will be responsible for: **Responsibilities:** + Drive Cultural Values and ensure teammates demonstrate these in every interaction + Build and maintain strong, trust-based relationships with stakeholders at all levels of the business **Coaching:** Utilize coaching model to: + Prepare effectively for monthly Development Planning. + Skillfully coach the teammate in identifying high impact mindset or behavioral strengths and opportunities, as well as, their root cause. + Coach teammates in creating an impactful Action/Development Plan based on root cause. + Coach teammates on-the-job to reinforce and apply Action/Development Plans + Follow up and track actions and progress until the Teammate masters the desired goal (behavior/skill, mindset) and it becomes a natural part of the Teammates daily interactions. + Create and run team level based coaching activities **Quality Reviews** + Review the required number of customer interactions assigning appropriate skill level + Use those customer interactions along with other data inputs to identify trends in strengths and opportunities + Attend and engage in required number of Quality calibrations **Customer facing work:** + To remain credible and effective in coaching teammates, it is critical that Coaches have regular interaction with the customer. This will be accomplished through: + Taking escalations along with the Team Leader + Modeling for Teammates, allowing them to observe you interacting with the customer + Join teammates in serving our customers if unforeseen situation arises according to business needs **Subject Matter Expert and Change Champion:** Serve as valuable resource of information and influencer + Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related topics + Be an example of effectively promoting and adopting change + Floor coverage: be available to reply walk up questions **TTEC** is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on **_Notice to external Recruiters and Recruitment Agencies_** _: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech._ **Job:** _Operations / Business Support_ **Title:** _Customer Resolution Expert_ **Location:** _PH-Western Visayas-Bacolod_ **Requisition ID:** _033EG_
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